Emory Howard

Customer Service Representative

Topbuild Corp/Service Partners

Tuscumbia, AL

05.2021 - Current

Assisted customers with making payments or establishing payment plans to bring accounts current.
Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Fielded customer complaints and queries, fast-tracking for problem resolution.
Answered inbound calls, chats and emails to facilitate customer service.
Upheld quality control policies and procedures to increase customer satisfaction.
Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Consulted with customers to resolve service and billing issues.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Set up and activated customer accounts.
Made outbound calls to obtain account information.
Educated customers on special pricing opportunities and company offerings.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Demonstrated excellent communication skills in resolving product and consumer complaints.
De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Improved customer service wait times to mitigate complaints.
Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Developed strong customer relationships to encourage repeat business.
Mentored new employees on procedures and policies to maximize team performance.
Used proven techniques to de-escalate angry customers during telephone interactions.